‘Covid-19: A chance to enhance relationships and demonstrate a genuine humanity’
WRITTEN BY Howard Morgan, Founder and Managing Director, RealService
POSTED ON March 23, 2020
Never has the business relationship between landlord and tenant been under greater pressure than now.
The Covid-19 crisis has hit the already reeling retail sector, the demand for office space has disappeared overnight and viewing a residential property is a risk to health.
When the going gets tough, you might expect landlords to revert to stereotype – taking advantage of legally binding commitments made in better times.
RealService clients see the world differently – they see the crisis as chance to enhance relationships and demonstrate a genuine humanity.
We’ve been working for the past 21 years to help our clients to create truly customer focused property businesses. We’re proud that our clients pay more than lip-service to treating tenants as customers. We’ve helped them to measure customer loyalty and to understand what best practice looks like.
The coming weeks will test their resolve and whether their “customer first” mission statements are more than hogwash. We’ve been working with them to develop their empathy skills, to learn how to ask open questions and to listen to the practical and emotional needs of their customers. Some have already shown that they are listening https://tfl.gov.uk/info-for/media/press-releases/2020/march/tfl-takes-steps-to-support-tenants
At RealService, we’ve always advised clients that when the going gets tough, the most important thing you can do is stick close to your customers. They will tell you what they need, you just have to deliver it. For the property industry post Coronavirus, this is going to mean radical change. We’re ready to help our clients gather even more intelligence about their customers.
The message to our clients is simple…. we are here for you and ready to give any practical support that you need. For example, helping you to keep in touch with your customers, to communicate important messages, or just to see how they are doing. If your resources are stretched, we are able to help.
We’re also bringing customer experience professionals in real estate together through our Experience Makers network – why not join our discussion group and share ideas and get inspiration at https://join.slack.com/t/exmnetwork/shared_invite/zt-cog6pzdt-XQZNLjZXHS1YVSsud9E6HQ
The RealService team are working from home and easily accessible via email, telephone and video conferencing.
Whatever the coming months bring, we remain relentlessly focused on providing our clients with the excellent professional service and support they have come to expect of us, and we thank them for their continued loyalty.